Gabriel Royo Vice President and General Manager Siemens Metal Technologies

When it comes to service parts, customers expect better performance than ever before – even more, the challenges and expectations grow exponentially in a global service environment. In today’s increasingly global and competitive business environment, it's not enough to know where you want your business to go. You must plan faster and do more, with potentially less budget and resources. At the same time, you must be incredibly efficient and more precise with every decision, while complying with regulatory requirements. In this session Gabriel outlines the benefits and common mistakes in:

• Establishing key criteria for selecting a network of global partners
• Identifying KPI’s for monitoring and managing their performance on an ongoing basis
• Ensuring effective interworking between partners
• Facilitating speed of service through effective information flow across your network of partners
• Drawing up a robust contract to optimize lead and response times and ensure cost-effective service delivery
• Ensuring your people, processes and technologies are fully aligned across international boundaries

	Dan Miller Sales Director Manufacturing Industry Solutions AT&T
	Meredith Powers Sr. Marketing Manager – Manufacturing AT&T

Manufacturing firms and service organizations are embracing Lean and Six Sigma to enhance processes and reduce waste. Adding real-time wireless data applications to extend these initiatives to the mobile workforce is an imperative for companies striving to make fact-based real time decisions, improve business processes and create Best-In-Class customer service. Whether you have embraced Lean, Six Sigma, or your own methodology, in this session, AT&T gives you an in-depth view of business process mobilization and practical guidance for getting started.

Richard Harkins Director Field Service Siemens

For certain industries product life cycles seem to get shorter and shorter, quite often one or two years, sometimes to less than one year in high-tech industries. Consumers are demanding new and diversified products in short intervals. In this session Peter explains how you can identify where your service business is growing and the quality of equipment being serviced to lower your cost structure and become more efficient in weaker areas.

• Examining your core vs. content: Ensuring key characteristics and processes remain under your responsibilities
• Developing a best-in-calls vendor management strategy: identifying fluid opportunities between outsourcing and insourcing
• Examining the internal and external pressure that outsourcing will have on your field service team

	James Patrick Welch Director US Service Sales Kodak
	Bob Dieterl Executive Director Portfolio Strategy and Business Line Management Lenovo

• Walk away with streamlined training methodologies as our panelists discuss their lessons learned in:
• Developing methods to hone tech skills in product sales, services cross-selling and up-selling
• Adjusting to the learning curve involved with new product guidelines
• Providing advanced troubleshooting training for field supervisor and management
• Investing in both internal and external training to encourage on-going skill growth
• Product specific training
• Certificate training
• Soft-skill training: Customer relationship management
• Mentorship tools
• Management techniques
• Implementing continuous processes that track the skills used in field and assess new skills for increased productivity

Dennis Pappas Director International Service Hologic

With recent figures suggesting mobile Field Service Application adoption has reached early majority, service leaders such as Hologic are taking full advantage of their early start in mobility to transform their customer-facing processes and widen the competitive advantage via service.

In this session, Dennis Pappas, Director of International Service for Hologic, provides attendees with an unprecedented look at how Hologic has leveraged their early start in the mobile field service journey. Pappas highlights key learnings from the first phase of Hologic's mobile field service deployment in 2003 and outlines the major technology and business process innovations implemented, including the latest enhancement under way today.

James Patrick Welch Director US Service Sales Kodak

Effectively utilize best practices in:

• Effectively integrating your vendors into your enterprise-wide customer service strategy
• Fully understanding the capabilities of your third party vendors technical infrastructure
• Implementing key tools to ensure that your brand is reliably represented at each service call
• Utilizing your vendor relationships to reduce costs and increase customer loyalty
• Balancing the unique skill set of each of your vendors:
• Call Centers
• On-site Technicians
• Logistics
• Establishing a hierarchy to effectively communicate and followup with team leaders

Bob Dieterle Executive Director Portfolio Strategy and Business Line Management Lenovo

Session highlights include:

• Coordinating with IT and engineering to determine wireless development solutions across product lines
• Pulling from a strong foundation of device knowledge, experience and development equipment
• Effectively integrating functionality into your product
• Identify which operations (i.e. field engineering, customer information systems, outage management, work management systems) to implement the software
• Determining what skill sets are required vs. what skill sets the end users have
• Deciding to go with an on or off-the-shelf product
• Assessing the need to use a third-party transforming tool or not
• Implementing a cost benefit analysis model to predict expected long-term ROI
• Continuously monitoring operational performance of each support function

Following the day’s case studies, panel sessions and workshops, join your like-minded colleagues for further networking, knowledge sharing and key takeaways on the following topics:

• Pushing Institutional Knowledge To The Customer Through Self-Service Initiatives
• Implementing A Transaction Management Workflow Model Into The Contact Center
• Effectively Structuring Your Balance Scorecard To Unlock True Customer Satisfaction Ratings
• Proving The Value-Add For A Field Service Representative: Effectively Measuring And Managing For Profit